Guest Experience Coordinator

Guest Experience Coordinator

We believe that life is made of many journeys: inspiration, wonderment, curiosity, or the simple joy of discovering something new every day. If you share the same sentiment, then this opportunity is for you.

The Carlyle, A Rosewood Hotel is looking for a Guest Experience Coordinator. This role is responsible for coordinating all elements of pre-arrival, in-house, and post-departure details to create a seamless guest experience. This role is essential in the preparation and organization of the department's operation. Must have a positive demeanor to build and maintain valuable relationships not only with guests, but also other hotel departments and third-party vendors. A sharp attention to detail is required.

Responsibilities

• Exude a polished and professional tone and manner both in person, over the phone, and through email correspondence
• Arrange appropriate amenities and organize personalized welcome cards for greetings and special occasions.
• Ensure all relevant information, history, and preferences are collected and documented uniformly
• Effectively communicates requests and concerns to other departments including Housekeeping, Room Service and Engineering in advance
• Develops an ambitious working pace ensuring all reservations are completely reviewed at least 3 days before their arrival date
• Control departmental inbox and takes ownership of all incoming guest requests from initial introduction to completion
• Take every opportunity to anticipate guest needs and exceed their expectations

• Maintain complete knowledge at all times of:

• Hotel features/services, hours of operation.
• Room types, numbers, layout, decor, appointments, and location.
• Room availability status for any given day.
• Scheduled in-house group activities, locations, and times.

• Understand and adapt to the sense of urgency needed in time-sensitive situations
• Contribute to the development of policies and procedures as well as the implementation of improvements made to the department
• Model the company's culture, vision, mission and core values at all times.
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Encourage effective flow of communication by attending required hotel meetings and conducting departmental pre-shift and monthly associate meetings.
• All other duties as required.

Qualifications

• Minimum Bachelor Degree in Hospitality Management or equivalent work experience
• Minimum 3 years of experience in a similar capacity for a luxury or
• Must be able to perform job functions with attention to detail, speed and accuracy
• Be a clear thinker, remaining calm and resolving problems using good judgement
• Follow directions thoroughly
• Understand a guest's service needs
• Work cohesively with co-workers as part of a team
• Detail oriented and hands on, being able to maintain an organization in a multi-tasking environment.
• Team player with strong interpersonal skills, capable of engaging emotionally with guests and colleagues.
• Comply with quality assurance expectations and standards as directed by management (Forbes, LQA and Rosewood Brand Standards).
• Maintain confidentiality of guest information and pertinent hotel data
• Prior heavy exposure to front desk assistant manager job duties.
• Thorough knowledge of Hotel Operations, Hotel Services, Hotels policies and regulations, technical knowledge of Opera, HotSOS and Microsoft Office Application
• Ability to be resourceful, creative and maintain flexibility
• Required to speak, read and write English, with fluency in other languages highly preferred
• Must be able to exert physical effort in transporting 15 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding

Competitive Benefits

• Medical, dental, vision and retirement benefits
• Paid holidays
• We encourage personal and professional growth. Continue the Rosewood Journey through global talent development opportunities.

Hourly Rate: $35.57 an hour

The Carlyle, A Rosewood Hotel is a New York City luxury hotel that exudes charm and elegance. For generations, it has been the "home away from home" for world leaders, celebrities and sophisticated travelers. Guests discover remarkable privacy, luxury and impeccable service from this award-winning property. The Carlyle has consistently been recognized as one of the top hotels to stay by the world's leading publications, travel magazines and consumer organizations.